Telephone Technical Support. During the Term, except for holidays, Cepheid will provide technical phone support for Covered Instruments every day at any time. Customer may contact Cepheid’s technical support personnel at +▇-▇▇▇-▇▇▇-▇▇▇▇ or by opening a ticket online. Customer must connect a Covered Instrument to the internet for web-based support. Cepheid will prioritize service calls as follows: (1) Advantage Plus Service Plan calls, (2) Standard and Essential Service Plan calls, and (3) service calls from customers without active service agreements. If Cepheid cannot repair a Covered Instrument remotely, then Cepheid will repair the instrument following the procedures below.
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Sources: Service Terms of Sale, Service Terms of Sale, Service Terms of Sale